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Job Description
- Act as the first point of contact for clients' technical support inquiries and issues.
- Deliver timely and accurate responses to clients' support tickets and queries.
- Remotely troubleshoot technical problems reported by clients and provide effective solutions or workarounds.
- Collaborate with internal teams to resolve complex technical issues.
- Provide user training on new system functionalities as needed.
- Document and maintain detailed records of support activities, including issues, solutions, and resolutions.
- Continually update technical knowledge and skills to stay current with product updates and enhancements.
Job Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.
- 2-5 years of experience in technical support roles, preferably in ITSM solutions or ITIL best practices implementation.
- Strong knowledge of IT Service Management concepts, ITIL framework, and best practices.
- Knowledge of IT infrastructure components, such as domains, servers, networks, databases, and applications.
- Experience with ITSM tools and platforms, preferably with familiarity with ManageEngine ServiceDesk Plus or similar products (Ticketing system).
- strong communication, problem-solving, and customer service skills.
- Very good command of English (both written and spoken).
- Ability to work collaboratively with team members and other departments to resolve customer issues.
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